Assistant Regional Manager - Customer Operations

Founded in 2014, Laundryheap is a leading global on-demand laundry and dry-cleaning service. We provide fast, reliable, and high-quality cleaning solutions, with pick-up and delivery within 24 hours. Operating in 14 countries—including the UK, the USA, and the UAE—we are on an exciting growth journey, and we want you to be a part of it!

You’ll make a difference:

The ideal candidate will have strong leadership skills, a customer-centric approach, and a proven ability to drive operational improvements.

Key Responsibilities:

• Supervise and mentor the support teams to ensure high-quality service delivery.
• Train, guide, and mentor team supervisors/leads, empowering them to effectively manage their teams and enhance overall performance.
• Monitor key performance indicators such as response time, CSAT, first contact resolution, and average handling time, taking corrective actions when necessary.
• Conduct regular performance reviews, coaching, and training sessions to enhance team efficiency.
• Ensure prompt and effective handling of customer queries while maintaining high customer satisfaction and resolution rates.
• Implement strategies to improve response times, streamline workflows, and enhance the overall customer experience.
• Handle escalations and complex customer issues, ensuring quick and effective resolution.
• Identify process gaps and drive continuous improvements in customer support operations.
• Generate reports on team performance, customer feedback, and service trends, using insights to optimize operations.
• Ensure adherence to company policies, service level agreements, and quality standards.
• Maintain consistency in customer communication and responses by implementing best practices.
• Collaborate with internal teams to resolve recurring customer issues and improve support processes.

Key Requirements:

• 6-8 years of experience in customer support or relevant fields, with at least 3-4 years in a leadership role.
• Proven experience managing teams in a fast-paced environment.
• Strong analytical and problem-solving skills with a data-driven approach to decision-making.
• Excellent communication and interpersonal skills to manage diverse stakeholders.
• Hands-on experience with customer service tools such as Intercom, Zendesk, Freshdesk, Salesforce, and Microsoft Office Suite.
• Ability to analyze data, drive performance improvements, and implement best practices in customer support.

Preferred Qualifications:

• Bachelor’s degree in Business, Communications, or a related field.
• Experience in SaaS, e-commerce, or tech support industries is an advantage.
• Understanding of customer retention strategies and best practices in service excellence.

Work Schedule and Patterns:

• 9-hour shift (8 working hours + 1 hour break)
• 5 days a week
• Shift timings: Flexible shift - Mostly UK timings.
• Office-based role in Bengaluru

• Be part of a fast-growing, global company revolutionizing the on-demand laundry industry.
• Opportunity to work with a dynamic and diverse team.
• Career growth and professional development opportunities.

If you are passionate about customer experience and have a knack for operational excellence, we’d love to hear from you! Apply now and be part of our exciting journey at Laundryheap.